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Customers

The company’s main customers are aircraft operators that use airports and flight navigation areas; operators at the airports, such as flight services entities, shops, caterers, car rentals and coach service companies; and last but not least, passengers.

Communication with users and operators happens first and foremost during regular meetings. Communications with passengers are the direct interactions of the company’s employees at airports and using all main communication formats: telephone, e-mail, websites and social media and regular customer surveys.

Communications with airlines that pass through Isavia airports take place during regular user committee meetings to which all users are invited, as well as during private meetings with each of them as needed. The airport user committees operate in accordance with the provisions of the Aviation Act and regulations. These consist of representatives from all airlines that use the airport regularly and their agents. The meetings are an opportunity for users to discuss their views before making important decisions on operations, quality of service, fee collection, new construction, tower services or other issues that have an impact on their important interests. The Keflavík Airport User Committee meets as often as necessary but never less than once a year. As a rule, the Domestic Airports User Committee meets once a year.

Consultation meetings are held once a year with the users of the flight navigation services as regards operations and investments. Consultation meetings with users of other aspects of flight navigation services also take place under the auspices of the ICAO Planning Group (NAT-SPG) for the North Atlantic. Regular meetings are held with users, and there is communication with individual users or representatives of user groups if considered necessary. Isavia’s partner, the Icelandic Meteorological Office, has a role to play in such user consultation as regards weather information and is the monitoring body for volcanic eruptions and other natural disasters.

The company’s main customers are aircraft operators that use airports and flight navigation areas; operators at the airports, such as flight services entities, shops, caterers, car rentals and coach service companies; and last but not least, passengers.

Communication with operators at Keflavík Airport happens during joint meetings or with each operator. Fixed group meetings are held with retail operators and caterers four times a year, performance meetings with each operator are held 3–4 times a year and store manager coffee meetings are held ten times a year. Larger user meetings for all stakeholders and service providers at and near the airport are, at present, held in public. 

Communications with passengers are handled first and foremost with the help of various media where enquiries are received and responded to. Isavia regularly performs marketing and service surveys at its airports. Standardised service surveys have been carried out at Keflavík Airport for the past fourteen years. The survey in question is an international survey created by the Airports Council International (ACI) and measures passenger satisfaction at more than 250 airports worldwide and provides a good comparison. Data on 34 service aspects in the airport are collected throughout the year. The results are published on a quarterly basis, which allows for a swift response if anything is found that needs remedial action. Passenger satisfaction is measured on a scale of 0–5. Keflavík Airport has generally improved its position in recent years. There have been, however, limited periods where the overall satisfaction has fallen, and these can usually be traced to disruptions due to renovations of the terminal. Other surveys are carried out as needed in addition to these regular surveys.

International flights at domestic airports

In 2010, Isavia began work on raising awareness of the marketing activities of international airports other than Keflavík Airport. Previously, individual charter airlines had flown to international airports other than Keflavík Airport, but these had not been regular services. The aim of the project was to establish regular charter and scheduled flights at such airports as Akureyri Airport and Egilsstaðir Airport. We systematically attend travel trade fairs around the world to raise awareness of Iceland’s other international airports.

An important step was taken last year when the British travel agency Super Break launched flights to Akureyri with groups of tourists from the UK.

Isavia and Akureyri Airport have worked together with the North Iceland Regional Marketing Office to promote North Iceland as a tourist destination. The Air 66N aviation cluster was set up in 2010 and is backed by the North Iceland Regional Marketing Office, municipalities and Isavia.

It was decided in 2016 to present Akureyri Airport and Egilsstaðir jointly at the Routes Europe travel conference as ‘Isavia Regional Airports’. In recent years, there has been growing interest in the regions and airlines have been increasingly turning their attention to North Iceland and East Iceland.

An important step was taken last year when the British travel agency Super Break launched flights to Akureyri with groups of tourists from the UK. Flights were operated for three months in early 2018 and then from New Year 2018/19 through to March.

In November 2018, it was announced that the Dutch travel agency Voigt Travel would launch flights with groups from Rotterdam. Flights will be operated throughout summer 2019, and there are plans to operate more flights during the following winter.